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INTRO-01

Organization that strives to increase customer satisfaction faces a big challenge. The absence of a “great service culture” limits, and even undermines success of customer satisfaction improvement initiatives.

This two-day interactive program is designed to help participants understand the importance of delivering consistently, high-quality, customer service and focusing on “keeping the customer happy” and  the program will also deal with the importance of team work  “keeping everyone happy at workplace”

 

OBJECTIVE-01

  1. Aspiration to attune to the hospitality industries standards as opposed to banking industry standards
  2. Develop a Hospitality Culture that provides a strong competitive advantage to establish and develop a competitive edge
  3. Provide a distinctively superior ‘Customer Experience’ by creating a positive experience to building customer loyalty
  4. Provide exemplary customer service that contribute to customers’ retention and loyalty.
  5. Develop your corporate image and presence

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COURSE OUTLINE-01

Day 1

  • Defining The Basics
    • Quality – What is Quality?
    • Guest – Who/What is the Guest?
    • Service: What is Service?
    • Delivering Quality Guest Service
  • The Financial Impact of Service
    • Repeat Business
    • Profitability
    • Impact of profitability to individual and organization

 

  • Good Customer Service is No Longer Enough
    • Focusing and Prioritizing the Top Expectations of Customers
    • Creating a Service Mission Statement to stay Focused
    • Are we losing our customers?
    •  A Quality Service Model – GAP
  • Attitude
    • The power of  “Right Attitude”…..a Choice that is Controllable
    • People Power
    •  Determining Guest Needs
    • Let’s get our Formula right!
  • Moments of Truth
    • The Service Cycle and “Touch Points”
    • Looking at Service from the Customer’s Perspective
    • Creating “That Magic Moments”
    • 5 Secrets of Good Customer Service
  • Teamwork
    • Team Dynamics
    • Are you a team player?
  • Working with the team
  • Lesson….from the birds

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Day 2

  • Your  Poise…Grooming & Appearance
  • The Importance of Defining Your Image
  • What is YOUR “image”?
  • Creating your own “WOW” Effect
  • Dress Sense for your Workplace
  • Are you projecting the” right “Image?

 

  • Creating Long Term Success
    • Are we listening to our customers?
    • Let’s get the basic right- greeting, introduction & handshake
    • Non-verbal Cues – are getting the right signals
  •  Tools of the Trade – The Telephone
  • The Elements of Effective Telephonic Communications
  • Skills and Standard Procedures
  • Handling Feedbacks
  • Handling Irate Customers (face-to-face, via emails/letters, telephone calls)

 

  • Highlights and Action Plans
    • Suggestions for Continuous Improvement
    • Learning Highlights
    • Action Learning

 

METHODOLOGY-01

Adult learning approach: Course consists of interactive lectures, individual and group activities, role plays, and mini-case studies relating to real life practical situations

 

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